Category Archives: Knowledge Process Outsourcing & Analytics

Five reasons automation may replace BPO, with Charles Sutherland

Hot on the heels of his seminal report, Framing A Constitution for Robotistan, HfS’ Charles Sutherland sat down with Mark Reed-Edwards to dig into the key issues around robotics and automation

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This week on the HfS Podcast: Who made it into the Insurance BPO Winner’s Circle?

On this edition of the HfS Podcast, Mark Reed-Edwards talks with Reetika Joshi, Research Director, BPO & Analytics Strategies at HfS. Reetika recently published the HfS Blueprint Report: Insurance BPO, which evaluated the innovation and execution capabilities of service providers in life and annuities, property and casualty, and other segments. In the podcast, we examine the [...]

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The Indian majors double their market share in just four years – what’s the secret and can they be stopped?

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It may be harder for some of the traditional providers to fight their way back into the services game than the Indian majors to continue their surge

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Is BPO on the brink of a technology revolution?

Crossing the Chasm

Why BPO clients which have tech-enabled their processes are achieving better performance and outcomes

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The Progressive BPO Train has left the Station – is IBM on it?

Train to the Progression

We would have major concerns about IBM’s positioning for Progressive BPO services, were IBM to seek to sell off the lower-margin elements of its F&A, Procurement or HR businesses, like it has with its customer services BPO business.

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Keshav’s Kingdom

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Keshav Murugesh, CEO of WNS Global Services, talks a little about himself, WNS and his vision for the future of the BPO industry

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BPO will continue to fail miserably… without a mindset to embrace change, develop talent and tech-enable processes

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Our new “Technology in BPO” study reveals that this industry is on the brink of a significant, radical overhaul to its very core value proposition

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Five make Winner’s Circle for Insurance BPO: Accenture, Genpact, EXL, IBM and TCS

Reetika Joshi is HfS Research Director, BPO and Analytics Strategies (click for bio)

For the large insurers, many could go out of business if it wasn’t for the savings and efficiencies generated by maturing BPO delivery model – let’s take a look at the industry’s first meaningful analysis of the innovation and execution capabilities of all the leading service providers

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Riveting webcast warning: The 2014 Outlook for the Extended Enterprise

Join our glittering all-star cast on February 6th at 11am EST (4pm BST) for a complimentary, free and decidedly cost-absent webinar

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Getting good at GBS governance: Why heroes don’t scale

Mike Beals is Vice President, Governance Research and Strategy, HfS Research (click for bio)

This governance group has the challenge of managing an increasingly complex environment, with aspirations much loftier than in the past to achieve the right maturity levels to run GBS effectively.

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East meets West in a cloudy love-match

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The cost-competitive offshore scale and expertise of HCL meets the onshore domain expertise, legacy integration skills and data center resources of CSC

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2014 shared services and outsourcing outlook Part II: Why GBS will not be bullsh*t

Ready for your next provider meeting?

While several folks make valid arguments why GBS may be a pipe-dream for their own organization (or some of their clients’ organizations), we believe they are missing the big picture

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Industry analysts: a new world order is already coming

Business_Model_Obliteration

The future of analysts is about providing clients the experiences they need to be smarter and more effective at what they do, not selling them something pre-packaged that everyone else already has

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2014 shared services and outsourcing outlook Part I: It’s time for enterprises to stop being really good at irrelevant stuff

Are you feeling relephant?

In 2014, ambitious operations leaders must begin achieve a certain degree of maturity across their operations before they can really address achieving their desired outcomes

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HR in the Cloud: It won’t kill HRO, but it may kill what’s left of dysfunctional HR…

How much longer will be stare into the HR abyss?

The emergence of more affordable Cloud based solutions is finally – after decades of disarray – making it possible for firms to stop starring into the HR abyss and start getting functional again.

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Why so many cost-obsessed CEOs will fail if they ignore their supplier management capabilities

Failing at managing your extended enterprise?  Then click here to course correct

Recessions are good times for business leaders who love to focus on containing costs, however, times of recovery are markedly different

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The 2013 Enterprise Analytics Services Blueprint is announced: Accenture, Genpact, IBM, Infosys and Wipro make the Winners Circle

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And finally one of the most complex Blueprints is finally final, where we researched across the services lines to ascertain which outsourcing service providers are delivering the goods for enterprise analytics services

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Time to inoculate your firm against early-onset Zombieism… by coming to the Blueprint Sessions 3.0 this December

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When  Zombieism takes its grip on enterprise operations, many fail to realize… until it’s too late.  In fact, many of you reading this may already be exhibiting signs of early-onset Zombieism and immediate inoculation is imperative… But never fear folks, as the forthcoming BluePrint Sessions 3.0 in New York this December are specifically designed to [...]

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Mike Friend joins the HfS batting line-up

Mike Friend... now batting for HfS as Vice President for European BPO Strategies (Click for Bio)

We’re proud to announce the beginning of a major expansion with HfS’ European BPO capabilities, with the arrival of the esteemed and popular analyst Mike Friend

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Robotistan takes a seat at the BPO Security Council

And Robotistan holds the crucial swing vote...

Last year, we noticed there was a new nation-state “Robotistan” making its presence felt at this august world body and we, at HfS, wondered how significant a player it could become in matters of the BPO and shared services nation states.

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